Customer Service Manager

About Us:

Gibraltar's Home Improvement Group (HIG) facility of 120,000 square feet is located in Jacksonville, Florida where we manufacture two best-in-class brands; Sunesta Awnings & Outdoor Comfort and Gutter Helmet gutter protection.

On average, we've grown double digits annually for the past ten years and have aggressive future growth plans.

Gibraltar (ROCK on Nasdaq) is a leading manufacturer and supplier of products and services for the North American Agtech, Renewable Energy, Residential, and Infrastructure markets.

By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing.

Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches.

To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com

Who We're Looking For:

The Customer Service Manager is responsible for leading a high-performing customer service team and delivering world-class service to over 300 dealers representing Sunesta and Gutter Helmet.

This role is instrumental in transforming the department from a traditional manufacturing support model to a proactive, strategic customer experience engine that consistently exceeds expectations.

The ideal candidate will be passionate about rapid response to customers, skilled in change management and process improvement, and collaborative across functions including but not limited to operations, sales, supply chain, accounting, and marketing.

This leader will ensure every customer interaction reflects professionalism, urgency, and the highest standards of service.

What you'll do:


* Lead and manage the customer service department in alignment with the company goals and objectives.


* Deliver timely responses to service requests, quotes, order processing, and customer inquiries.


* Build and implement scalable processes that reduce response time, eliminate waste, and drive efficiency across the department.


* Guide team through change management-evolving from a reactive support model to a proactive, value-driven customer experience.


* Oversee customer complaint investigations and ensure resolutions exceed expectations in a timely manner.


* Provide real-time coaching and training to the team on professionalism, best practices, and product knowledge.


* Develop and implement customer service policies and performance metrics.


* Track key performance indicators (KPIs) and report service outcomes to leadership while maintaining a continuous improvement mindset.


* Identify and implement modern technology solutions (e.g., ERP, CRM, customer portals).


* Promote a paper-to-paperless transformation and digital documentation (e.g., editable order forms, install guides).


* C...